It seems the retail experience has not brought Google any happiness. Google support forums are awash with people looking for help for problems with their Nexus One phones — and unable to find it.
The volume of complaints points to a problem that Google faces now that it has decided to try to push a new cell-phone-buying model in the U.S. Since most people buy subsidized phones from a mobile operator, they turn to the operator when they have problems.
But Google is selling the phone directly to end-users. That means many users are turning to it first, and the search giant doesn’t have the kind of customer support that mobile-phone users are accustomed to.
Google appears to be only accepting e-mail customer queries, to which it pledges to reply in one to two days — far too long, say most people who are complaining online.
Several people on one thread regarding poor 3G performance on the phone report being told by HTC customer service people that the Nexus One doesn’t support 3G, although the phone does. Another got an e-mail response in five hours from Google suggesting that the user try restarting the phone to see if that solves the problem.